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Complaints Policy

Carparison Complaints Policy

Here at Carparison we want to open the door on a simple, fuss-free vehicle leasing experience that leaves you feeling entirely satisfied. Your experiences and feedback help us shape the way we work, and help us achieve our ultimate goal of putting you in the driving seat of your perfect lease vehicle.

We do understand, however, that there are moments when you might like to give us some feedback, and rest assured we like to hear the good, bad and ugly… though hopefully there’s little of the latter. We’ve made it simple, so click on one of the buttons below and give us your views.

Sharing your feedback

If you wish to make a complaint please contact Carparison using the options below or in writing to our head office address: Carparison, Unit 2 Jacks Way, Hill Barton Industrial Estate, Clyst St Mary, Exeter, Ex5 1FG and we will be happy to respond.

Alternatively; you can contact us by e-mail at; contact@carparisonleasing.co.uk or call us on; 01395 200 333. If we cannot settle things to your satisfaction directly you may be entitled to refer your complaint on to the Financial Services Ombudsman Service.

We will confirm that we have received your valuable feedback and commit to coming back to you within five working days with a resolution. Hopefully it will be sooner, but sometimes it will take us a little longer as we may need to liaise with our third party funders or dealerships. If further investigation is required in order to meet a suitable and informed resolution ot the complaint, we are allowed up to 8 weeks to return a final response letter. In any case, we will keep you informed along the way by your preferred method of communication.

All feedback is reviewed and investigated by our General Sales Manager, Matt, as well as our senior management team.

While we hope to meet a positive resolution, there could be instances where we aren’t able to resolve the matter as you may desire. If you disagree with our decision we recommend that you contact our regulators - The BVLRA. You need to complete their complaints form and submit it in writing or via complaint@bvlra.co.uk.

If all internal complaints processes have been exhausted and the complaint is not resolved, a complaint must be submitted to the Financial Ombudsman Service (FOS). The complaint should be made within 6 months of our final complaint conclusion. They can be contacted on 0800 023 4567, via their website or at the following address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Get in touch

Carparison Ltd trading as www.carparisonleasing.co.uk is an appointed representative of Product Partnerships Limited which is authorised and regulated by the Financial Conduct Authority. Product Partnerships Limited FCA registration number is 626349 and its address is Salts Piazza Offices, Salts Mill, Victoria Road, Saltaire, BD18 3LA. Product Partnerships Limited’s permitted business is to act as a Principal for a network of Appointed Representatives who arrange regulated credit facilities for customers who are purchasing goods from them.

Carparison Ltd trading as www.carparisonleasing.co.uk acts as a credit broker not a lender. We can introduce you to a limited number of lenders who may be able to offer you finance facilities for your vehicle. We will only introduce you to these lenders. We may receive a commission payment from the finance provider if you decide to enter into an agreement with them. You may be able to obtain finance for your vehicle from other lenders and you are encouraged to seek alternative quotations. There is an additional processing fee of £195 plus VAT chargeable to the applicant with every confirmed financial agreement. If you would like to know how we handle complaints, please ask for a copy of our complaints handling process. You can also find information about referring a complaint to the Financial Ombudsman Service (FOS) at financial-ombudsman.org.uk.